Cherwell Service Management vs JIRA Service Management comparison

Ivanti and Atlassian are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #26, while Atlassian is ranked #2 with an average rating of 8.1. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and Cherwell Service Management are key players in the IT service management domain. JIRA Service Management offers a competitive edge with seamless integration and ease of use, whereas Cherwell is ideal for feature-rich customization in complex IT environments.

Features: JIRA Service Management integrates smoothly with other Atlassian products, provides excellent agile project management features, and supports user-friendly dashboards. Cherwell, on the other hand, offers deep customization options, advanced workflow automation, and robust reporting tools tailored for complex configurations.

Room for Improvement: JIRA Service Management could enhance its scalability for very large enterprises, expand its out-of-the-box automation features, and improve its mobile app functionality. Cherwell might benefit from streamlining its user interface, improving performance speed, and simplifying complex configurations.

Ease of Deployment and Customer Service: JIRA Service Management allows for straightforward cloud-based deployment and extensive community support, making it easy for new users. Cherwell offers both on-premises and cloud deployment options, providing personalized customer support but often requiring a more hands-on setup process to cater to specific infrastructure needs.

Pricing and ROI: JIRA Service Management offers cost-effective pricing models, especially advantageous for small to medium-sized enterprises focused on agile practices, potentially leading to quicker ROI. Cherwell may involve higher initial costs but provides a scalable solution capable of delivering substantial long-term ROI due to its extensive features and customizability for complex IT operations.

To learn more, read our detailed Cherwell Service Management vs. JIRA Service Management Report (Updated: June 2026).

Buyer's Guide

Cherwell Service Management vs. JIRA Service Management

June 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"My experience with Automation Anywhere is quite good because we can automate the whole end-to-end process with no human intervention, and we are able to focus on higher-value activities rather than working on the same repetitive tasks, which is quite important and gives the highest impact to the business as well."

"The most valuable feature, which was launched last year, is Automation Co-Pilot. Microsoft has a co-pilot, but it's only for Word, Excel, Outlook, and PowerPoint. But Automation Anywhere offers a co-pilot that is suitable for Salesforce, Genesys, Atlassian, and other contact center and standard applications. This is a game-changing feature for Automation Anywhere..."

"Automation has been playing a significant role in every aspect of our institution."

"Automation Anywhere helped our organization to get our training and implementation needs successful by providing both community edition and partner edition. Automation Anywhere seamlessly handed off exceptions to employees from Automation Anywhere bots."

"For people looking for my recommendation for an automation product, I definitely would recommend Automation Anywhere instead of going for a more orthodox or older technology."

"Learning Automation Anywhere prepares our students for a better future because the future belongs to RPA Automation."

"Automation Anywhere is stable."

"The most valuable feature is recording in the Control Room, as it allows me to chose what I want to have recorded, ensuring that I get the right thing on time."

More Automation Anywhere pros

"The dashboard is very useful to get a quick overview of current tasks."

"The most valuable features are problem management and change management."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"We use the solution every day and quite extensively."

"The dashboard and the reporting functionality are the solution's most valuable features."

"All our activities are carried out in the one place."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

More Cherwell Service Management pros

"I think it's easy to use and user-friendly."

"One of the valuable features is that an automatic response or action can be taken on tickets."

"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."

"We previously used ITAM, BMC Remedy and some other tools, and JIRA Service Management is comparatively better."

"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."

"I think one of the most valuable things is that it's all integrated."

"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."

"The initial setup is straightforward."

More JIRA Service Management pros

Cons

"Having better documentation that is more openly available would help. Often, it feels necessary to contact someone or search for documentation that is stored behind a login or in another location. It would be beneficial to have one centralized place for everything."

"We have been a little frustrated by the frequency of cache releases."

"Moving away from client-server architecture to web-based deployment compromised developer experience of app reliability offered by 11.3.X flavors. Desktop app experience >>> Web experience, developers are not pleased."

"Also, the Master certification should be provided free of cost for partners. More practical samples and examples of bots using new features in A2019 should be available in people Documentation. A2019 presentation material for proposing A2019 as an RPA choice should be provided to partners."

"Automation Anywhere needs to improve the startup time, as it tends to lag at the beginning of the day."

"They have done a fairly good job on the RPA space, but more and more, the whole cognitive AI space and machine learning are where I see the industry actually going. I'm sure Automation Anywhere is also focused on that topic, but we would like to see more coming down the pipe, as early as possible."

"The stability could be enhanced."

"PDF extraction and cognitive automation need improvement."

More Automation Anywhere cons

"Application service mapping, GRC, SecOps, and things like that need improvement."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"Access is only available if we're on VPN."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"The stability, specifically in the on-premises deployment model, could be improved."

"Agile delivery should be supported."

"The solution could be more user-friendly."

More Cherwell Service Management cons

"At times you will need add-ons or additional software, so built-in features would be helpful."

"The interface could always be updated and improved."

"Lacks an interface where the customer can report issues."

"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."

"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."

"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."

"The reporting function of this solution, particularly the filters in the portal, could be improved."

"The product could improve its asset management."

More JIRA Service Management cons

Pricing and Cost Advice

"Overall, the pricing of Automation Anywhere is good."

"It is not cheap, but we are able to get an ROI."

"There are some additional costs beyond the standard licensing fees. There are a couple of add-ons we've looked at: The IQ Bot for OCR and machine-learning were add-ons, as well as the Bot Insights - the analytics."

"I would like them to have better license management."

"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."

"As far as costs, it depends on your use. We started with a basic department pack, which is over 10K. The additional costs depend on the scale of the engagement and how it pans out. We customize to our needs on the go."

"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."

"I am using that Automation Anywhere Master Certification for version 11. Recently, this has been updated in Automation Anywhere University. Until this month, it's free to use. There are no charges. That's why I would like to complete it this month."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."

"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."

"Licensing can become quite expensive."

"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."

"It is one of the premium products on the market, but it is very costly, especially in the Indian market."

"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Manufacturing Company

12%

Construction Company

10%

Outsourcing Company

Construction Company

11%

Manufacturing Company

Computer Software Company

Energy/Utilities Company

Financial Services Firm

14%

Manufacturing Company

Educational Organization

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	159
Midsize Enterprise	81
Large Enterprise	554

No data available

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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Ask a question

Earn 20 points

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What is your experience regarding pricing and costs for JIRA Service Management?

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I als...

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What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibi...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

Celonis vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Cherwell Service Management

Compared 17% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 15% of the time

Freshservice vs Cherwell Service Management

Compared 8% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 6% of the time

TOPdesk vs Cherwell Service Management

Compared 3% of the time

More Cherwell Service Management Competitors

ServiceNow vs JIRA Service Management

Compared 12% of the time

Zendesk vs JIRA Service Management

Compared 6% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

Atera vs JIRA Service Management

Compared 4% of the time

More JIRA Service Management Competitors

Product Reports

Buyer's Guide

Automation Anywhere

July 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

June 2026

Download Cherwell Service Management product report

Buyer's Guide

JIRA Service Management

July 2026

Download JIRA Service Management product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

JIRA Service Desk, Atlassian Jira Service Management

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

Atlassian

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Ausenco, Highlights for Children, B/E Aerospace

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Buyer's Guide

Cherwell Service Management vs. JIRA Service Management

June 2026

Free Report: Cherwell Service Management vs. JIRA Service Management

Find out what your peers are saying about Cherwell Service Management vs. JIRA Service Management and other solutions. Updated: June 2026.

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